ATS - Applicants Tracking System

Simply Intuite.

Customer Service Manager

FullTime Kenya, Nairobi Posted 01/03/2023, 6 months ago

Industry: Service

Role: Customer service

Salary Range: Confidential

Closing: 24/03/2023

Client: Confidential

Position: Customer Service Manager

Location: Nairobi.

Reporting to: General Manager


Our client who is in the high-tech space offering global technical services is looking for a Customer Service Manager to join their vibrant team in Nairobi.


  • Navigates  and uses various databases and applications to accurately and quickly capture, and maintain records of customer transactions, inquiries, complaints, and comments, actions taken.
  • Monitoring work progress to ensure that deadlines are met and that quality standards are upheld.
  • Conduct frequent audits to ensure compliance with company standards.
  • Liaise with the quality supervisors to continually drive the customer service teams including casuals to meet monthly key performance goals for customer satisfaction, quality, productivity, and key performance metrics.
  • Determine existing fraud trends by analyzing accounts and transaction patterns.
  • Identify system improvements to prevent fraudulent activities.
  • Recommend anti-fraud processes and new software tools for fraud detection, prevention and reporting activities.
  • Respond to any queries and requests regarding emerging problems that our clients and stakeholders might face, with accuracy and efficiency.
  • Analyzes and reconciles simple to moderately complex discrepancies, which require the collection and review of payment histories to locate missing payments and/or locate errors.
  • Identifying service level gaps and taking appropriate action to enable them to deliver the expected quality.
  • Support employee development by providing detailed feedback.
  • Identifying gaps in performance and knowledge for new and old team





  • Bachelor’s degree in any      business-related field or equivalent experience in a similar role.
  • At least 8 years’ experience in Customer      Service related roles.



  • Excellent communication (oral/writing) and presentation skills
  • Excellent communication, creative, organizational, and decision-making skills.
  • Self-driven, results-oriented, and positive team player.
  • Ability to thrive in a  multitasking environment and can adjust priorities on the fly.
  • Ability to respond promptly and prioritize workload effectively based on the needs of customers.
  • Keen attention to detail and effective time management skills
  • Eager to learn, adapt and collaborate at all levels.